What information is needed when requesting assistance from CS?

CIM, RTIM, TCIS
Customer Interaction Manager, Real-Time Interaction Manager, TD Channel Integration Services
Teradata Employee

What information is needed when requesting assistance from CS?

 
1 REPLY
Teradata Employee

Re: What information is needed when requesting assistance from CS?

The following items from the CIM Checklist should be provided each time a new incident is opened:

 

  • The detailed CIM version (e.g 10.20.00.00) and environment configuration information
  • Full Error message and/or Symptom of issue
  • Date and time that the user experienced the issue
  • Is this the first time the issue has been seen?
  • Can the issue be reproduced at will?
  • What has changed in the CIM environment prior to this issue occurring?
  • trm-system and trm-error log

If a specific issue is found to be outside of the CIM checklist, please visit the following link: KCS005390